AccountId: 011433970860
ContactId: 3163c62d-ef69-436c-a454-ece048db60ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1140640 ms
Total Talk Time (AGENT): 257708 ms
Total Talk Time (CUSTOMER): 302941 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/3163c62d-ef69-436c-a454-ece048db60ea_20250328T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, um, so my name is [PII], and I have a
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a check from you guys.
[CUSTOMER][NEGATIVE] And I've called, this is the 2nd time I've called, uh, I was, I did not receive a call back um on the last time I called about this, but I had a, um, I had an account with you guys that got discontinued.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I believe it was an accidental, um, injury account and
[CUSTOMER][NEUTRAL] All the information on this, uh,
[CUSTOMER][NEGATIVE] In terms of my name are not correct. Uh, the last name is correct, but my address.
[CUSTOMER][NEUTRAL] So I can't not cash this check because my name is incorrect in your.
[CUSTOMER][NEUTRAL] Uh, in your system.
[AGENT][NEUTRAL] OK, so the name is incorrect. Um, do you have the policy number?
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, 0227.
[CUSTOMER][NEUTRAL] 2879
[AGENT][NEUTRAL] OK, thank you. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK. So you said the last name is correct, the first name is incorrect.
[CUSTOMER][NEGATIVE] Yeah, so you know what I believe is that when I signed up for this my information got entered incorrectly.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was never aware of that prior to receiving this check.
[CUSTOMER][NEUTRAL] And uh my name is [PII]. I live at [PII]. So a lot of this information is correct.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It's just the first name and I don't believe that they're gonna accept this check with a different name on it.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Do you see that? do you see that?
[AGENT][NEUTRAL] Oh yeah, what is your date of birth? Mhm.
[CUSTOMER][NEUTRAL] On that account?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And do you have a social security number attached with that account?
[AGENT][NEUTRAL] Um, more than likely we do. Bear with me just a second. I'm just trying to see something really quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yep, no worries.
[AGENT][NEUTRAL] All right. What is that social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me go through the notes and go through the information that you have given me and see what's going on. Do you mind holding for me?
[CUSTOMER][NEUTRAL] I, I don't, that's OK.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a member on the line. Uh, he had an old policy with us, which, um,
[AGENT][NEUTRAL] OK, let me tell you the situation because I know it has to go to you and has to go to probably billing and it has to go probably to [PII] and it has to go. So let me start one thing at a time because it's just like a lot. All right, so this number received an overpayment refund, OK? But um the information on the check is incorrect.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He had 3 policies with us and 2 of them have the correct information like the correct name, the correct social, with the correct address, with the correct everything. One of them has the incorrect name.
[AGENT][NEUTRAL] That it has the correct social and the correct information.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So we need to change, I guess, the first name to have this check reissued under the correct name, and I think the address is also incorrect, but you know, I, I, I don't know, I was, I was not able to change it because I'm not sure if I should change it or not because of the situation.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Of everything. OK, so.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] The policy number is 227.
[AGENT][NEUTRAL] 2879.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, and so on those other two policies he received a refund?
[AGENT][NEUTRAL] No, he only received a refund on this one, I believe. Um, let me check the, I didn't check the other ones for a refund. I do see the refund on this one, so, um, let me check the other ones to see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so he received 3 on this one, is that what it was?
[AGENT][NEUTRAL] He received one? I'm not sure. Uh let me see. Uh, he received just one check for 11,460, so I guess that's just for one of the policies.
[CUSTOMER][NEUTRAL] He was
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, mhm. So let me check the other two and see if he received anything, but if he did receive it on the other two, the first name is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And tell me what policy number did you give me again? I'm sorry, um.
[AGENT][NEUTRAL] OK, no, it's OK. Um, let me pull that up again. That is policy 2272879.
[CUSTOMER][NEUTRAL] OK, I had pulled it up and then I went to CYNQ and like wait, which one was it? OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It's OK, uh, let's see, so the other one that you have anything.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] [PII]el is [PII].
[CUSTOMER][NEUTRAL] [PII]'s on the well.
[CUSTOMER][NEUTRAL] Uh, should be [PII], OK.
[AGENT][NEUTRAL] [PII] is not [PII] Yeah, it should be [PII]. And the address, there's a part of the address that is not correct either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yep. Mhm.
[CUSTOMER][NEUTRAL] Oh my, OK.
[CUSTOMER][NEUTRAL] OK. I, I'm with you now. OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. OK, so this one didn't have it, so it was just that one. Yeah, it looks like the only one that it was like a little weird and messed up was that one which is the one that they refunded back, um.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Oh, that's great.
[AGENT][NEUTRAL] And it looks like the address, I'm not sure if they're all the same. Let me check the addresses. Are they all the same? Do you know or?
[CUSTOMER][NEUTRAL] Um, they probably are, um, but I'll take that and get them all, you know, updated or whatever.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. OK. All right. So from there, I guess, I, I guess the best thing for him is to send that check bag, isn't it? I thought that that's the, you know, how it's supposed to go, send it back or no?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Is it just me?
[CUSTOMER][NEUTRAL] Yes, send it back, yeah.
[AGENT][NEUTRAL] Yeah, send it back. Yeah, that's what he, yeah, he should have been told since the beginning to send it back, so I'm not sure yet. I don't know what happened there, but OK, uh, you ready for him?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, if you got a problem.
[CUSTOMER][NEUTRAL] OK. OK. Yes. And his name is [PII].
[AGENT][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, here he comes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes. Yes, hi.
[AGENT][POSITIVE] OK. I have Miss, no problem. I have Miss [PII] on the line uh she's in the customer service department and she's gonna assist you with the change of, uh, you know, the corrections of everything that we need to be correcting on the system, OK?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes, hi.
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] in customer service. I just wanted to, so we need to create your first name to [PII].
[CUSTOMER][POSITIVE] Yes, that would be great. OK, OK, yes sir, um, let's see, and we do have [PII].
[CUSTOMER][NEUTRAL] Yeah, I don't know how that happened.
[CUSTOMER][NEUTRAL] Right. OK. And that refund, you received a refund check from us?
[CUSTOMER][NEUTRAL] Yes, I did. OK, OK.
[CUSTOMER][NEGATIVE] Get this straight and so also said that the address was not quite right.
[CUSTOMER][NEUTRAL] Yeah, the address, it says [PII]. It needs to be an [PII], so it's [PII]
[CUSTOMER][NEUTRAL] you in. Yeah, do you see that?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh yes, I do. OK, yes, sir.
[CUSTOMER][NEUTRAL] all this and that um check that you received.
[CUSTOMER][NEUTRAL] Um, so that's what's wrong with it, the name and the address. Correct.
[CUSTOMER][NEUTRAL] Uh, just, yes, the name and the address.
[CUSTOMER][NEUTRAL] OK, now is there any way that you could return that check to us?
[CUSTOMER][POSITIVE] Um, yeah, I, yes I can.
[CUSTOMER][NEUTRAL] OK, and I will get a new um check issued and sent out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And was that, I'm sorry, it, it was 112 something, is that right or no?
[CUSTOMER][NEUTRAL] It was uh 1 117 and 74 cents.
[CUSTOMER][POSITIVE] OK, thank you for that. I appreciate that. Mhm.